Customer Support Specialist - job 1 of 2

Job Title 

Job Description

For more than 80 years, Kaplan has been a trailblazer in education and professional advancement. We are a global company at the intersection of education and technology, focused on collaboration, innovation, and creativity to deliver a best-in-class educational experience and make Kaplan a great place to work.

The future of education is here and we are eager to work alongside those who want to make a positive impact and inspire change in the world around them.

We are looking for an enthusiastic and dedicated Customer Support Specialist (CSS)  with excellent written and verbal communication skills to enhance the Kaplan customer journey. You will be tracking all points of customer engagement, addressing customer queries, and connecting with Product Owners, Technical Specialists, and other internal stakeholders to resolve complex customer issues while identifying ways to improve the customer experience.
 

To ensure success as a Customer Support Specialist, you should exhibit in-depth knowledge of customer engagement channels, processes, and products. A top-notch Customer Support Specialist will be someone whose expertise results in excellent customer relationship management and a positive Kaplan brand image. A successful CSS is engaging, solution-oriented, curious, and a problem-solver, and they view their role through the lens of the customer.

Customer Support Specialists provide potential and existing customers with exceptional service. They identify customer needs, respond to customer queries, and collaborate with internal departments to optimize the customer experience and brand awareness.

Key Job Responsibilities 

• Answer incoming contacts via voice, chat, email, and social media platforms, and offer best-in-class service including anticipatory service.

• Thoroughly document contacts and statuses in the CRM.

• Collaborate with internal stakeholders to communicate customer queries and solve issues.

• Identify and effectively communicate suggestions to improve the customer experience to appropriate stakeholders.

• Align customer experience strategies with marketing initiatives, as well as informing customers about new product features and functionalities.

• Upsell products when appropriate and follow the applicable lead-generation guidelines.

• Identify customer needs and take proactive steps to maintain positive experiences.

• Respond to customer queries in a timely and effective manner, via phone, email, social media, or chat applications.

• Perform product tests, evaluate after-sales and support services, and facilitate improvements. Act as a customer experience SME as needed.

• Document processes and log technical issues, as well as customer compliments and complaints.

Minimum Qualifications:

• 1 year of experience in Customer Service, Customer Experience, and Inside Sales

• Outstanding communication skills

• Ability to work independently in a remote environment

You must also satisfactorily pass the required training for your position in order to maintain continued employment.

Beyond base salary, our comprehensive total rewards package includes:

- Remote work provides a flexible work/life balance
- Our Gift of Knowledge Program provides tuition assistance and substantial discounts for our employees and close family members
- Access to health and wellness benefits new hire eligibility starts on day 1 of employment
- Access to 401K Savings Plan company match provided after eligibility is met
- Generous Paid Time Off includes paid holidays, vacation, personal, sick paid time-off, plus one (1) volunteer day and one (1) diversity and inclusion day to participate and give back to our local communities

We are committed to providing a supportive and rewarding work environment where every employee can thrive. You can learn more about our full benefits package and total rewards philosophy here.
 

At Kaplan, we believe in attracting, rewarding, and retaining exceptional talent. Our compensation philosophy is designed to be competitive within the market, reflecting the value we place on the skills, experience, and contributions of our employees, while taking into account labor market trends and total rewards.

The salary rate for this position is $19.00 per hour.

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Diversity & Inclusion Statement:

Kaplan is committed to cultivating an inclusive workplace that values diversity, promotes equity, and integrates inclusivity into all aspects of our operations. We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of age, race, creed, color, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, veteran status, nationality, or sex. We believe that diversity strengthens our organization, fuels innovation, and improves our ability to serve our students, customers, and communities. Learn more about our culture here.

Kaplan considers qualified applicants for employment even if applicants have an arrest or conviction in their background check records. Kaplan complies with related background check regulations, including but not limited to, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  There are various positions where certain convictions may disqualify applicants, such as those positions requiring interaction with minors, financial records, or other sensitive and/or confidential information.